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Lisa563
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Message 1 of 3
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stuck on recovery screen

HP Recommended
Envy x360m convertible
Microsoft Windows 10 (32-bit)

My former work laptop (purchased in 2018) is stuck on a blue Recovery screen. Not sure what happened. It says an unexpected I/O error has occurred. I don't know for sure if the OS is 32 or 64-bit.

 

File:\windows\system32\winload.efi

Error code 0xc00000e9

 

After a few seconds the computer shuts off. Advice is much appreciated.

2 REPLIES 2
WAWood
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Message 2 of 3
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HP Recommended

@Lisa563 

This issue is often due to a failing drive.

So, let's check that first, because if it is failing, it would need to be replaced and there is no point then in doing anything else until we confirm that.

If your PC is new enough to support UEFI, you can use these steps to test the HDD (Hard Disk Drive): http://support.hp.com/us-en/document/c00439024

If not, to check the HDD you have to follow these steps:
1) Press Esc key repeatedly, several times a second, while rebooting the laptop. Do NOT hold the key down, just press it over and over.
2) Eventually, you will see an HP Startup Menu
3) Press the Function key for testing the hard drive (usually F2) and let it run.

If the drive checks out OK, then report that and I can provide you options for reinstalling Windows on your PC.

Please note that if your model has an SSD instead of an HDD, these diagnostics might not work properly.



I am a volunteer and I do not work for, nor represent, HP
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Lisa563
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Message 3 of 3
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HP Recommended

Thank you for the reply. I think the SSD is shot and will have to be replaced.

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